Responsibilities:

• Handle Service Desk requests with minimal supervision.
• Document, track, and resolve issues using the problem tracking system.
• Prioritize and manage work orders through ticketing system.
• Differentiate between hardware, software, and user-generated problems; provide timely solutions.
• Install, diagnose, repair, and upgrade hardware/software, ensuring optimal performance.
• Coordinate with third-party vendors for computer issues.
• Provide on-site solutions for end-users; occasionally cater to remote users.
• Assist IS staff with maintenance and other project-related tasks.
• Enhance Service Desk operations with updated SOPs.
• Familiarity with Microsoft Active Directory, Exchange Server, SharePoint, Teams, HP and Printronix printers, and Yealink IP phones.
• 24/7 on-call availability during peak seasons and participation in on-call rotation.
• Adhere to local and enterprise compliance standards.
• Travel for maintenance and other duties when required.
• Manage inventory for essential production hardware.

Requirements:

• Primarily in-office role; occasional teleworking as per business needs.
• Solid IT concepts understanding with proficiency in Microsoft Windows 10+, Microsoft Office 2016+, network devices, and antivirus software.
• Effective communication, multitasking, analysis, and problem-solving skills.
• Ability to handle tech requests independently and efficiently.
• Commitment to excellent customer service, teamwork, and continuous learning.
• Cisco knowledge and hands-on experience.
• Capability to lift/carry up to 50lbs.
• Associate degree mandatory; bachelor’s preferred.
• Minimum 6 months in Computer Technology; 1+ year in a manufacturing environment preferred.